- Housing Customer Insight Manager
- Public Sector - Local Authority
- Full Time - Monday to Friday, 36 hours per week
- Temporary Role - 3 months
- Hybrid Working - 3 days in office (Croydon), 2 days at home
Our client, a South-London Local Authority, are seeking an experienced Customer Insight Manager who will work across the housing directorate and:
- Play a pivotal role in elevating customer satisfaction by identifying trends, and continuous improvement initiatives.
- Oversee Regulatory responses regarding complaints ensuring action plans satisfy ombudsmen.
- Co-ordinate multi-disciplinary responses for the Housing directorate
- Is responsible for ensuring our statutory duties are met with regards to the Joint Complaint Handling Code as defined by the Housing Ombudsmen and Local Government Ombudsmen
- Is responsible for the effective management of complaints handling across the housing directorate and is the source of advice and assurance for colleagues when dealing with complaints
- Lead on the design and development of management information across the directorate to report effectively on Stage 1s, 2s, Ombudsmen cases and Member & Mayoral enquiries.
- Have a vital role for the organisation in preventing recuring complaints through proactive and innovative approach to ensuring lessons are learnt and corrective actions are implemented to continuously improve services and experiences of residents.
- Strategic management of best practice in complaint handling, identifying high priority service improvement programs interventions, and lessons learnt
- Coach and mentor the team for positive outcomes for customers ensuring that are strategic priorities for our customers are met
Key Areas for Decision Making
- Leadership of the customer insight team function and their outputs
- Analysis and recommendations of service improvement and action plans for the service areas within the directorate
- Ensuring compliance against current and future complaint handling codes. Adjusting service as necessary.
- Responsible for individual work plan and contribution to relevant service plans.
- Lead for identifying and providing relevant evidence and information to allow decision making around service improvements across housing
- Lead on Action Planning arising out of Housing Ombudsmen findings
- Completes Self-assessment against Joint Handling Code and creates action plan for implementation
Essential Knowledge
- Joint Complaints Handling Code - Housing Ombudsmen and Local Government and Social Care Ombudsmen
- Understanding and expertise in local government complaints processes and management
- Have a high level of technical knowledge and ability to use standard Microsoft Office products and complaints management systems
- Thorough understanding of the Local Government framework
- An understanding of the legislative framework and government guidelines for handling complaints
- Proven track record in cross-functional teamwork and nurturing a customer-focused culture.
- Working knowledge of best practice in handling complaints and customer feedbac
- Sufficient awareness of the Local Government Act 1974
- Good understanding of the Data protection Act 1998
- Good understanding of the Freedom of Information Act 2000
Essential Skills and Abilities
- Achieved or working towards their level 5 CIH competence standard
- Strong analytical skills to spot trends, perform root cause analysis, and drive improvements, including customer feedback utilisation.
- Outstanding written and oral communications skills using a range of methods including delivering presentations, writing complex reports and letters in plain English and confidently speaking to senior colleagues, elected councillors and members of the public.
- Excellent judgement when handling complex and/or sensitive cases
- Ability to manage, lead and deliver a range of complex tasks and activities
- Practical problem solver, with a focus on efficiency, value for money and the effective management of conflicting priorities
- Ability to write statistical and narrative complaints reports
- Ability to write comprehensive and insightful complaints analysis reports
- Excellent coaching skills
- Ability to influence at all levels of the organisation - and unafraid to constructively challenge
- Able to process and analyse a broad range of data quickly and effectively
Essential Experience
- Experience in working closely with external regulators and ensuring relationships are built and strengthened.
- Excellent experience of complaint handling and working in a complaint environment
- Highly experienced in resident and customer care within a local government, housing or similar environment.
- Considerable experience of implementing learning from customer complaints
- Extensive experience of leading a team of complaints officers/customer insight officers.
- Extensive experience of managing and resolving complaints and putting in place effective strategies to reduce the likelihood of complaints arising and/or escalating.
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